IT Technical Account Manager

Dunfermline, UK
14 Oct 2019
21 Oct 2019
Contract Type
Full Time
IT Technical Account Manager

£27- £32,000 per annum

Working for an expanding technical business you will join a growing team.

This is a customer-facing role with the responsibility to keep the customer's solution functioning and being proactive when it comes to finding trends and faults with the customer's ´ products/solutions. There is a heavy focus on learning the ins and outs of our customer's ´ fleet, network and their strategic requirements as part of the role.

Key Duties:
  • Responsibility for all technical communications with the customer base including (but not limited to) Support Tickets, Conference Calls and Face to Face meetings/presentations
  • Planning and executing Change Control processes
  • Assisting with software testing of new firmware releases, new hardware, bug fixes etc.
  • Responsibility for proactive monitoring of key customer's fleets
  • Managing escalations to the Solutions Centre (3rd line) for unsolvable issues and championing bug fixes for their customers
  • Managing the warranty repairs and spares for customer fleets
  • Occasional on-site support for network testing and analysis
  • Responsible for supporting & training the UK, Sweden and USA based 1st and 2nd Line Support Desks and keeping all customer/network information up-to-date on our internal wiki

It is essential that you have 3 years' experience of working in a support environment or in a customer facing role with intermediate to advanced data analysis skills utilising MS Excel / Google Sheets / SQL

You will have experience of presenting analysis and report findings to senior stakeholders and a good technical aptitude to help with describing faults to technical experts

This is a fantastic organisation in a period of growth, offering excellent benefits and career progression.

Connect2Staff/Connect2Kent, part of Commercial Services Trading/Kent Ltd, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.

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